BC Ferries apologizes for double bookings
Posted May 4, 2023 4:10 pm.
A double-booking issue affecting roughly 500 reservations and 1,000 customers has prompted an apology from BC Ferries.
The issue was specific to the Horseshoe Bay to Langdale route for bookings for the May long weekend and the first three weekends of June.
“Thankfully there will be very few bookings that we have to cancel due to our customers’ willingness to rebook, plus the actions we’ve taken,” BC Ferries spokesperson Deborah Marshall told CityNews Thursday.
She says the “mistake in planning” was caused by “an internal process that wasn’t completed properly.”
“As a result, we’ve had to reduce the amount of bookable space on the sailings and can no longer accommodate all of the bookings at the original time,” Marshall added.
Marshall explains those who were double booked are getting refunds and are being rebooked for free.
Affected customers are also getting a standard vehicle and driver voucher for future use.
“Our customer care department has been working very hard to rebook these customers and we’re certainly sorry. We understand the impact of our error on our customers and their weekend plans,” Marshall said.
“We are obviously dealing with the May long weekend issue first and then we’ll sort out the issues in June.”
Marshall says BC Ferries is introducing new processes to ensure this double-booking issue is not repeated.
